M2. CLIENT CARE

Question 1

What is the obligation of an RICS regulated firm in relation to CHP’s?

Answer 1

Rule Firms must publish a complaints-handling procedure, which includes an ADR mechanism, and maintain a complaints log.

Question 2

What is the RICS example CHP?

Answer 2

Two-Stage Process:

• Stage 1: The firm reviews and considers the complaint:

Complaints should be submitted in writing.
Acknowledgement is provided within 7 days.
A full response is given within 28 days.

• Stage 2: If unresolved, the complaint can be referred to an independent redress provider approved by RICS.

Question 3

What is the WTP CHP?

Answer 3

Two-Stage Process:

• Stage 1: Complaint reviewed by the Director.

Acknowledgement within 10 working days.
Full response within 21 working days.

If unresolved, escalate to the Managing Director to be reviewed within 14 working days.

• Stage 2: If still unresolved, the complaint may be referred to mediation/arbitration (CEDR/CIArb) by a RICS-approved independent provider.

Question 4

What are the key differences between the WT and RICS CHP’s?

Answer 4

WT: 10-day acknowledgment, 21-day response.
RICS: 7-day acknowledgment, 28-day response.
WT also has additional Stage 1 escalation process (Director → Managing Director)

Question 5

What is a complaint?

Answer 5

• A complaint is any expression of dissatisfaction.
• Arises when expectations have not been met.

Question 6

When will the RICS intervene in the event of an unresolved complaint?

Answer 6

• When a firm fails to respond to the complainant.
• When a firm prevents access to an independent redress mechanism.

Question 7

What can you do to minimise the risk of a complaint?

Answer 7

• Set realistic and achievable expectations.
• Follow RICS standards and guidance.

Question 8

If a serious complaint is made against you as a surveyor, or your organisation, what should you do?

Answer 8

Inform its insurers as soon as possible to ensure compliance with the terms of its PII policy.

Question 9

What is the CEDR?

Answer 9

• The Centre for Effective Dispute Resolution
  Free to consumers and specialises in mediation, conflict management and ADR

Question 10

What makes an effective CHP?

Answer 10

• be fit for purpose (reflect the size and structure of the business)
• be available and understood by all staff
• be readily be shared with complainants or potential complainants
• be regularly reviewed at a senior level
• be agreed with PII brokers/provider(s)
• provide details of access to independent redress if the firm cannot resolve the complaint

Question 11

What do you understand by the term ‘duty of care’?

Answer 11

• A legal and ethical obligation to act in the best interest of others.
• Surveyors must act responsibly and mitigate risks to avoid harm or damage and take reasonable steps to prevent harm.

Question 12

How do you act professionally?

Answer 12

• I follow legal, regulatory, and company guidelines, including the RICS Rules of Conduct.
• I use clear, respectful, and professional communication in both written and verbal forms.
• I take ownership of my actions and decisions.
• I respect client confidentiality and proprietary information.
• I meet deadlines, be punctual for meetings, and ensure work is consistently of a high standard.
• I stay up-to-date with industry knowledge, regulations, and best practices.

Question 13

What do you understand by the term defining the clients brief?

Answer 13

The process of clearly understanding and articulating the client’s needs, expectations, objectives, and requirements for a project.

Question 14

How do you manage expectations and deliver a high level of service?

Answer 14

• I establish open and transparent communication channels with the client, regularly updating on project progress.
• I am honest about what is achievable within the given time, budget, and resources and highlight risks.
• I ensure that all expectations are documented in the project brief, contracts, and any formal correspondence, so there is a clear reference point if issues arise.
• I am proactive in addressing potential delays or cost overruns before they become major issues.

Question 15

What is your company’s quality management system?

Answer 15

All certifications, reports, cost plans etc are internally reviewed by a senior member of our team.

Question 16

What are KPI’s?

Answer 16

A quantifiable performance metric used to assess efficiency and success in achieving goals

Question 17

Why is client care important in your role as a Quantity Surveyor?

Answer 17

Ensures high standards of service, meets client expectations, and fosters positive relationships with stakeholders.

Question 18

How do you define the client’s brief?

Answer 18

Understand and document their requirements and expectations.

Question 19

Who are considered clients in the context of client care?

Answer 19

Clients include both internal and external stakeholders, such as colleagues, clients, and third-party project stakeholders.

Question 20

What role does feedback play in client care?

Answer 20

Feedback helps to identify areas for improvement, ensures client satisfaction, and enhances service delivery by addressing any issues promptly.

Question 21

Why is it important to be familiar with your company’s complaints handling procedure?

Answer 21

To ensure that you can effectively manage and resolve client complaints, maintaining client trust and satisfaction.